BALIKPAPAN – A research team from Institut Teknologi Kalimantan (ITK) evaluated the quality of concrete compressive strength testing services at ITK’s Integrated Laboratory using the Service Quality (SERVQUAL) method. The study forms part of ongoing efforts to improve laboratory service quality while supporting the availability of accurate and reliable technical data for infrastructure development in East Kalimantan.

Concrete is one of the primary materials used in infrastructure development. Its quality and strength cannot be estimated solely from its mixture composition but must be verified through testing conducted using reliable procedures, equipment, and reporting systems.

Amid rapid development in East Kalimantan, including projects related to the Nusantara Capital City (IKN), testing laboratories play an essential role in providing technical information to contractors, consultants, government institutions, companies, researchers, and students.

ITK’s Integrated Laboratory is one of the facilities providing concrete compressive strength testing services. As demand for these services increases, service quality is determined not only by equipment performance and the accuracy of test results. Users also consider the clarity of information provided by staff, schedule consistency, ease of administrative procedures, responsiveness to complaints, and the overall condition of the laboratory facilities.

In response to these needs, the ITK research team conducted a 2026 study entitled “Analysis of Service Quality and User Satisfaction in Concrete Compressive Strength Testing Services at the Integrated Laboratory of Institut Teknologi Kalimantan Using the Service Quality (SERVQUAL) Method.”

The study was led by Dr. Ir. Hijriah, S.T., M.T., with Happy Aprillia, S.ST., M.T., M.Eng., Ph.D., as a research team member and support from Yudha Prasetyo, S.T. The research aimed to assess service quality by comparing users’ perceptions of service performance with their expectations.

Figure 1. Visits to ITK’s Concrete Testing Laboratory partners and users for questionnaire data collection

Assessing Services through Five SERVQUAL Dimensions

The service quality evaluation covered five SERVQUAL dimensions: tangibles, reliability, responsiveness, assurance, and empathy. These dimensions were used to identify which aspects of the service had met user expectations and which still required improvement.

The tangibles dimension assessed the condition of facilities, equipment, cleanliness, and the overall appearance of the service environment. The reliability dimension measured the laboratory’s ability to provide accurate, consistent, and timely services. Meanwhile, responsiveness concerned the staff’s promptness and willingness to assist users.

The assurance dimension measured the competence, knowledge, and ability of staff to build user confidence. The empathy dimension assessed the staff’s attention to and understanding of individual users’ needs.

At the research progress reporting stage, data from 69 respondents had been processed using SERVQUAL, the Customer Satisfaction Index (CSI), and Importance Performance Analysis (IPA).

Figure 2. Comparison of average service performance and user expectations across the five SERVQUAL dimensions

Service Quality Nearly Meets User Expectations

Preliminary findings showed that the average service performance score at ITK’s Integrated Laboratory reached 4.67 on a five-point scale, while the average user expectation score stood at 4.75.

The comparison between performance and expectations produced a SERVQUAL gap score of −0.09. This figure indicates that the concrete testing service at ITK’s Integrated Laboratory has generally performed well and nearly met user expectations, although several aspects still require improvement.

The largest gap was recorded in the reliability dimension, with a score of −0.14. This dimension primarily relates to schedule accuracy, procedural consistency, the accuracy of test results, and the availability of facilities.

The tangibles dimension ranked second, with a gap score of −0.13. At the attribute level, the largest gaps were found in laboratory cleanliness and tidiness, with a score of −0.22, and the suitability of facilities for user needs, with a score of −0.20.

Conversely, several aspects received high performance ratings from users, particularly test-result documentation, staff responsiveness, and clarity of information. These findings demonstrate that communication and service documentation are among the key strengths of ITK’s Integrated Laboratory.

Users Report a Very High Level of Satisfaction

The Customer Satisfaction Index measurement produced a score of 92.86 percent, placing the service in the very satisfied category. This result shows that users generally hold a positive view of the concrete testing services provided by ITK’s Integrated Laboratory.

The high satisfaction level was supported by the quality of staff communication, clarity of documentation, compliance of equipment with applicable standards, and the quality of information provided regarding test results. Nevertheless, a small gap remains between the services received and users’ expectations.

The Importance Performance Analysis revealed that 16 attributes, or 64 percent, were positioned in Quadrant II. This position indicates that these attributes are considered important by users and have demonstrated strong performance, meaning their quality should be maintained.

Nine attributes were positioned in Quadrant III and classified as low-priority areas. No attributes were found in Quadrant I, which represents highly important attributes with poor performance. This condition indicates that the laboratory’s service management has generally been implemented in a well-proportioned manner.

Establishing a Basis for Continuous Service Improvement

The findings can serve as a basis for evaluating and developing strategies to improve service quality at ITK’s Integrated Laboratory. The laboratory management is advised to maintain the quality of its equipment, calibration processes, test-result documentation, clarity of information, and staff responsiveness.

Improvements may focus on strengthening testing schedule control, increasing facility availability, simplifying administrative procedures, and establishing regular schedules for maintaining laboratory cleanliness and tidiness. The complaint-handling mechanism should also be continuously improved to ensure that users’ needs are addressed promptly and appropriately.

For service users, these improvements are expected to provide concrete testing services that are increasingly professional, transparent, efficient, and reliable. High-quality laboratory services can also strengthen users’ confidence in the validity of the test results issued.

More broadly, improving the quality of concrete compressive strength testing services contributes to the availability of accurate technical data for construction projects. Such data are essential for ensuring material quality and supporting the safety and reliability of buildings and infrastructure.

Through this research, ITK’s Integrated Laboratory is expected to strengthen its capacity to support academic, research, industrial, and regional development needs. The study also demonstrates ITK’s contribution to promoting construction quality standards and supporting safe, high-quality, and sustainable infrastructure development in East Kalimantan.